Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains [redacted] of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Mr. [redacted] indicated that he was not made aware of the total charge prior to placing his order; this should be noted as inaccurate. When Mr. [redacted] selected the tickets he was interested in for New York [redacted] at Sacramento [redacted], he continued to the Login page which displayed a detailed order summary on the right side which included the price per ticket. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $1,838.07 highlighted in bold, red text prior to entering any payment information. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this the message, “By clicking ‘Place Order,’ your credit card will be charged $1,838.07.” Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] was provided his order total multiple times prior to placing his order and agreed to our sales terms. As such, we consider this matter closed and encourage Mr. [redacted] to contact us with any additional concerns. Regards, Vivid Seats
Thank you for reaching out to us, as we appreciate the opportunity to address a Mr. [redacted]s' concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live...
events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their ticket location, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Mr. [redacted]s regarding this issue and have addressed his ticket location is consistent with what he ordered. We hope that Mr. [redacted]s was able to enjoy his event and encourage him to contact our management team if he has any additional concerns; as it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total including all fees, so we are confident in the transparency of our checkout process. This process provides...
customers with multiple opportunities to review the details of an order. Yet, prior to receiving this claim, Vivid Seats has been in contact with Ms. [redacted], and both parties have since found an amicable resolution. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this order, we encourage her to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Vivid Seats facilitates thousands of...
successful transactions each day with satisfied customers so we are confident in our delivery process. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day. In our measures to maintain a high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. Though Mr. [redacted] indicated that the morning of his event he had not received further information regarding the delivery of his tickets at which time he contacted us, we would like to provide clarification. Mr. [redacted] placed his order on 12/30/2016 at 7:38 PM CST and his Special Delivery instructions were sent precisely at 11:03 PM CST to the email address on file for his event which took place the following day. Our records verify that the directions that were sent to Mr. [redacted]’s email were viewed from a workstation, not a mobile device, at 12/31/2016 at 7:29 AM CST. When Mr. [redacted] later contacted us at roughly 1:30 PM CST regarding his claim that his tickets had been picked up by another individual, we acted quickly to thoroughly investigate this matter as we take such claims seriously. We immediately contacted the seller of Mr. [redacted]’s tickets who stated that the customer had contacted him for directions to the location and proceeded to pick up the tickets with two companions. Additionally, the seller provided documentation regarding this communication which occurred at roughly 7:32 AM CST, minutes after the directions were viewed, and again at 10:33 AM CST, roughly thirty minutes before the tickets were picked up. During our investigation into this matter, Vivid Seats also obtained documentation that Mr. [redacted]’s three tickets were scanned into the venue shortly after he contacted us at 1:30 PM CST. Provided the above information, we are unable to substantiate Mr. [redacted]’s claim. Though Mr. [redacted] has stated that we did not attempt to resolve this matter, we have thoroughly addressed Mr. [redacted]’s concerns prior to receiving this claim in addition to offering him a resolution. Mr. [redacted] has since declined this offer made in the interest of customer service. As it currently stands, we consider this matter closed and encourage Mr. [redacted] to contact our customer service if he has any additional concerns regarding his order. Regards, Vivid Seats
Revdex.com:A full refund has been posted on my credit card account as agreed upon by Vivid seats Rep. I consider this matter resolved.
I have reviewed the response made by the business in reference to complaint ID 11702192, and find that this resolution is satisfactory to me.
Sincerely,
Loic [redacted]
Thank you for reaching out to us, as we at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders...
and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr[redacted]'s order, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their their event date, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Mr[redacted] regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr[redacted] may have. As it currently stands, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Our customer placed an order for Section: 227 Row: A and prior to placing their order, agreed to our sales terms and conditions. The seller later notified us that these tickets were no longer available. In the rare occurrence that tickets are no longer available per our sales terms, “All orders are subject to ticket availability. Vivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets ordered. If those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.” Once the seller informed us that the tickets were no longer available, we immediately reached out to our customer. We spoke with our customer on this matter on 5/16/2017 and offered replacements in Section: 121 R: QQ, an entire section closer, as well as the option to cancel her order entirely. Our customer requested time to evaluate this offer and call us back. When we were later contacted by our customer, they accepted the replacement tickets and the new order was processed. Roughly two hours later our customer reached out to us again requesting to cancel. At this time, our agent clarified that as they had elected to select the replacements and not cancel, we were no longer able to cancel the order as the seller had procured these tickets. The valid tickets in the lower level were delivered on 5/19/2017 prior to our customer’s event which has since passed.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. Additionally, Vivid Seats offered a courtesy resolution in the interest of customer service. However, our customer declined this offer. The valid tickets our customer accepted were delivered prior to their event, which has since passed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s concerns around the service and delivery fees, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of these fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. Ms. [redacted]’s order total was again displayed directly above the place order button with the bolded statement “By clicking “Place Order”, your credit card will be charged $205.45”Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).We also wanted to address Ms. [redacted]’s claim regarding the "face value" of the tickets that she purchased. It should be noted that as a secondary marketplace, we are an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the Terms and Conditions provided at checkout, which states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." In addition to this current claim, Ms. [redacted] has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active. If Ms. [redacted] has other questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for Anaheim Ducks at Washington Capitals, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $385.00 highlighted in bold text. Our website is completely user-driven, meaning all order information is either selected or input directly by customers At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ you will be charged $385.00. Our customer then proceeded to select “Place Order”, at which time their order was complete. As a secondary marketplace, Vivid Seats is not affiliated with The Anaheim Ducks or Washington Capitals and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Vivid Seats displays all of the information to the order before it is placed and it is accessible to the customer. In regards to the customer's concerns of listing the tickets, it should be noted, we provided them instructions on how to list them along with support to reach a customer support agent for assistance through live chat. As we have addressed the customers concerns we consider this matter closed. If our customer has any further questions, we suggest for them to reach us at our customer service support.Regards, Vivid Seats
Thank you for your response regarding this matter. Although Mr. [redacted] is claiming that the venue was verifying that the name on the ticket corresponded with the attendee, the valid tickets Mr. [redacted] received on 3/20/2017, 3/24/2017, and 3/25/2017 via email do not maintain a name. Furthermore, any name printed on tickets simply represents the original purchaser that resold the tickets. This is a common occurrence in the industry as the information is carried over when tickets are resold on the secondary market and are completely transferable.As we have fully addressed Mr. [redacted]’s concerns and provided valid tickets for him to print and bring to his event, which has since passed, we consider this matter closed. Any additional concerns Mr. [redacted] may have regarding his order should be directed to our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has indicated they did not receive their tickets in time for their event, to which we would like to provide clarification at this time. Our customer placed their order on 2/25/2018 for four tickets to St. Louis Blues at Nashville Predators which took place the same day. It should be noted that our customer purchased these tickets at 11:10AM, which is after the event had already started at 11:00AM. Our customer’s valid electronic tickets were sent to them via email at 11:49AM CST, which is 39 minutes after they initially placed their order.Vivid Seats maintains that our customer’s order was filled properly, as their tickets were sent to them shortly after their order was confirmed. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. Nonetheless, in an effort to reach an amicable resolution with our customer, we have accepted their dispute and they were ultimately refunded via their financial institution. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. To clarify, Vivid Seats is a resale marketplace, this means we are not affiliated with any artist or venue and does not generate...
tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. We facilitate thousands of successful transactions each day with the mission to connect customers with individual ticket holders and amazing live events. Because so many sellers list tickets on our site for numerous events, listing errors do occur in very rare cases. It appears that Mr. and Mrs. [redacted] experienced such an error with their order. Vivid Seats offers a 100% Buyer Guarantee for every order. This guarantee specifically states, “We work in tight collaboration with our ticket resellers for your order, and we guarantee that the tickets you receive are identical, comparable or better than the ones you ordered, or your money back.” As we were unable to provide Mr. and Mrs. [redacted] with comparable or better seats, they were entitled to a full refund. As such, prior to receiving this complaint the order had been refunded on 10/17. Depending on Mr. and Mrs. [redacted] financial institution, it can take three to five business days for their account to reflect this. At this time we consider this matter resolved. If Mr. and Mrs. [redacted] have any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:The vendor is misrepresenting their settlement offer. Yes they did offer a settlement, however, it is not sufficient as they sold me seats with a limited view. It was not clearly stared until the purchase was completed and the sale was final. This was my first time using this site, it is a bait and switch practice which is dishonest to the core. I want a full refund for my order.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they are interested in for Brian Setzer Orchestra - Rockabilly Riot, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $611.59 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $611.59.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Further information detail the pricing of tickets is available on our Frequently Asked Questions portion of our site. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. At this time Vivid Seats offered a courtesy resolution in the interest of customer service. However, our customer has declined this offer. Our customer received their valid tickets on 5/10/2017 prior to their event on 6/15/2017. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Specific to Ms. [redacted]'s claim about the quantity of tickets purchased, we should note Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the number of tickets selected, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Our site is user-driven, meaning no order can be placed without the customer being made aware of the order details, including the quantity of tickets. When the purchaser selected the tickets she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, the purchaser was also presented with the message “I agree to Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this a message in bold is presented stating, “By clicking ‘Place Order,’ your credit card will be charged $479.52.” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.We have been in contact with Ms. [redacted] regarding this matter, and have reached an amicable resolution for both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]’s statement about her view for the event, we should note that any event layout modifications are made at the artist or venue's discretion and are outside our purview. This policy is noted in our Sales Terms and Conditions with the following statement, which Ms. [redacted] agreed upon when submitting her order, regarding venue changes: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We have discussed this matter with Ms. [redacted] in detail by email and phone. We have been in contact with Ms. [redacted] and have reached a resolution that is suitable to both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. We have been in contact with Mr. [redacted], while we still maintain that we are not at fault,in the interest of customer servicewe were ableto find an amicable resolution. Vivid Seats operates on the secondary market and maintains...
one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue. This is noted primarily by our website URL www.vividseats.com, which shows no relation to any venue. Since we have reached a mutual resolution, we consider this matter closed. If Mr. Brewer has any further questions or concerns regarding this order we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We’re committed to providing the best...
possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s statement about the ticket price, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket and we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When the purchaser selected tickets for [redacted] at the [redacted] on 3/18/17 the listing specifically stated “$187.00 ea.," once selected the purchaser continued to the Login page which displayed a detailed order summary on the right side, including the price per ticket. After the customer entered an email address to create an account they were navigated to the Checkout page, which featured an even more in-depth order summary that displays the price per ticket, delivery and service fees, and the total charge highlighted in bold, red text.” At this point, Ms. [redacted] was also presented with the message “I agree to Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this in bold text it also states: “By clicking ‘Place Order,’ your credit card will be charged $937.58.” As a secondary marketplace, the prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. We have been in contact with Ms. [redacted] to discuss this matter, and have reached an amicable resolution for both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.Regards, Vivid Seats
Thank you for getting back to us regarding this issue. While Ms. [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms. [redacted] consented to during checkout. Additionally, we have provided a one time courtesy resolution, which Ms. [redacted] has accepted. We have confirmed there was If Ms. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains [redacted] of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Mr. [redacted] indicated that he was not made aware of the total charge prior to placing his order; this should be noted as inaccurate. When Mr. [redacted] selected the tickets he was interested in for New York [redacted] at Sacramento [redacted], he continued to the Login page which displayed a detailed order summary on the right side which included the price per ticket. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $1,838.07 highlighted in bold, red text prior to entering any payment information. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this the message, “By clicking ‘Place Order,’ your credit card will be charged $1,838.07.” Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] was provided his order total multiple times prior to placing his order and agreed to our sales terms. As such, we consider this matter closed and encourage Mr. [redacted] to contact us with any additional concerns. Regards, Vivid Seats
Thank you for reaching out to us, as we appreciate the opportunity to address a Mr. [redacted]s' concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live...
events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their ticket location, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Mr. [redacted]s regarding this issue and have addressed his ticket location is consistent with what he ordered. We hope that Mr. [redacted]s was able to enjoy his event and encourage him to contact our management team if he has any additional concerns; as it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total including all fees, so we are confident in the transparency of our checkout process. This process provides...
customers with multiple opportunities to review the details of an order. Yet, prior to receiving this claim, Vivid Seats has been in contact with Ms. [redacted], and both parties have since found an amicable resolution. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this order, we encourage her to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Vivid Seats facilitates thousands of...
successful transactions each day with satisfied customers so we are confident in our delivery process. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day. In our measures to maintain a high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. Though Mr. [redacted] indicated that the morning of his event he had not received further information regarding the delivery of his tickets at which time he contacted us, we would like to provide clarification. Mr. [redacted] placed his order on 12/30/2016 at 7:38 PM CST and his Special Delivery instructions were sent precisely at 11:03 PM CST to the email address on file for his event which took place the following day. Our records verify that the directions that were sent to Mr. [redacted]’s email were viewed from a workstation, not a mobile device, at 12/31/2016 at 7:29 AM CST. When Mr. [redacted] later contacted us at roughly 1:30 PM CST regarding his claim that his tickets had been picked up by another individual, we acted quickly to thoroughly investigate this matter as we take such claims seriously. We immediately contacted the seller of Mr. [redacted]’s tickets who stated that the customer had contacted him for directions to the location and proceeded to pick up the tickets with two companions. Additionally, the seller provided documentation regarding this communication which occurred at roughly 7:32 AM CST, minutes after the directions were viewed, and again at 10:33 AM CST, roughly thirty minutes before the tickets were picked up. During our investigation into this matter, Vivid Seats also obtained documentation that Mr. [redacted]’s three tickets were scanned into the venue shortly after he contacted us at 1:30 PM CST. Provided the above information, we are unable to substantiate Mr. [redacted]’s claim. Though Mr. [redacted] has stated that we did not attempt to resolve this matter, we have thoroughly addressed Mr. [redacted]’s concerns prior to receiving this claim in addition to offering him a resolution. Mr. [redacted] has since declined this offer made in the interest of customer service. As it currently stands, we consider this matter closed and encourage Mr. [redacted] to contact our customer service if he has any additional concerns regarding his order. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Jim [redacted]
Revdex.com:A full refund has been posted on my credit card account as agreed upon by Vivid seats Rep. I consider this matter resolved.
I have reviewed the response made by the business in reference to complaint ID 11702192, and find that this resolution is satisfactory to me.
Sincerely,
Loic [redacted]
Thank you for reaching out to us, as we at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders...
and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr[redacted]'s order, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their their event date, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Mr[redacted] regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr[redacted] may have. As it currently stands, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Our customer placed an order for Section: 227 Row: A and prior to placing their order, agreed to our sales terms and conditions. The seller later notified us that these tickets were no longer available. In the rare occurrence that tickets are no longer available per our sales terms, “All orders are subject to ticket availability. Vivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets ordered. If those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.” Once the seller informed us that the tickets were no longer available, we immediately reached out to our customer. We spoke with our customer on this matter on 5/16/2017 and offered replacements in Section: 121 R: QQ, an entire section closer, as well as the option to cancel her order entirely. Our customer requested time to evaluate this offer and call us back. When we were later contacted by our customer, they accepted the replacement tickets and the new order was processed. Roughly two hours later our customer reached out to us again requesting to cancel. At this time, our agent clarified that as they had elected to select the replacements and not cancel, we were no longer able to cancel the order as the seller had procured these tickets. The valid tickets in the lower level were delivered on 5/19/2017 prior to our customer’s event which has since passed.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. Additionally, Vivid Seats offered a courtesy resolution in the interest of customer service. However, our customer declined this offer. The valid tickets our customer accepted were delivered prior to their event, which has since passed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s concerns around the service and delivery fees, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of these fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. Ms. [redacted]’s order total was again displayed directly above the place order button with the bolded statement “By clicking “Place Order”, your credit card will be charged $205.45”Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).We also wanted to address Ms. [redacted]’s claim regarding the "face value" of the tickets that she purchased. It should be noted that as a secondary marketplace, we are an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the Terms and Conditions provided at checkout, which states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." In addition to this current claim, Ms. [redacted] has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active. If Ms. [redacted] has other questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for Anaheim Ducks at Washington Capitals, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $385.00 highlighted in bold text. Our website is completely user-driven, meaning all order information is either selected or input directly by customers At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ you will be charged $385.00. Our customer then proceeded to select “Place Order”, at which time their order was complete. As a secondary marketplace, Vivid Seats is not affiliated with The Anaheim Ducks or Washington Capitals and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Vivid Seats displays all of the information to the order before it is placed and it is accessible to the customer. In regards to the customer's concerns of listing the tickets, it should be noted, we provided them instructions on how to list them along with support to reach a customer support agent for assistance through live chat. As we have addressed the customers concerns we consider this matter closed. If our customer has any further questions, we suggest for them to reach us at our customer service support.Regards, Vivid Seats
Thank you for your response regarding this matter. Although Mr. [redacted] is claiming that the venue was verifying that the name on the ticket corresponded with the attendee, the valid tickets Mr. [redacted] received on 3/20/2017, 3/24/2017, and 3/25/2017 via email do not maintain a name. Furthermore, any name printed on tickets simply represents the original purchaser that resold the tickets. This is a common occurrence in the industry as the information is carried over when tickets are resold on the secondary market and are completely transferable.As we have fully addressed Mr. [redacted]’s concerns and provided valid tickets for him to print and bring to his event, which has since passed, we consider this matter closed. Any additional concerns Mr. [redacted] may have regarding his order should be directed to our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has indicated they did not receive their tickets in time for their event, to which we would like to provide clarification at this time. Our customer placed their order on 2/25/2018 for four tickets to St. Louis Blues at Nashville Predators which took place the same day. It should be noted that our customer purchased these tickets at 11:10AM, which is after the event had already started at 11:00AM. Our customer’s valid electronic tickets were sent to them via email at 11:49AM CST, which is 39 minutes after they initially placed their order.Vivid Seats maintains that our customer’s order was filled properly, as their tickets were sent to them shortly after their order was confirmed. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. Nonetheless, in an effort to reach an amicable resolution with our customer, we have accepted their dispute and they were ultimately refunded via their financial institution. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. To clarify, Vivid Seats is a resale marketplace, this means we are not affiliated with any artist or venue and does not generate...
tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. We facilitate thousands of successful transactions each day with the mission to connect customers with individual ticket holders and amazing live events. Because so many sellers list tickets on our site for numerous events, listing errors do occur in very rare cases. It appears that Mr. and Mrs. [redacted] experienced such an error with their order. Vivid Seats offers a 100% Buyer Guarantee for every order. This guarantee specifically states, “We work in tight collaboration with our ticket resellers for your order, and we guarantee that the tickets you receive are identical, comparable or better than the ones you ordered, or your money back.” As we were unable to provide Mr. and Mrs. [redacted] with comparable or better seats, they were entitled to a full refund. As such, prior to receiving this complaint the order had been refunded on 10/17. Depending on Mr. and Mrs. [redacted] financial institution, it can take three to five business days for their account to reflect this. At this time we consider this matter resolved. If Mr. and Mrs. [redacted] have any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:The vendor is misrepresenting their settlement offer. Yes they did offer a settlement, however, it is not sufficient as they sold me seats with a limited view. It was not clearly stared until the purchase was completed and the sale was final. This was my first time using this site, it is a bait and switch practice which is dishonest to the core. I want a full refund for my order.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they are interested in for Brian Setzer Orchestra - Rockabilly Riot, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $611.59 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $611.59.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Further information detail the pricing of tickets is available on our Frequently Asked Questions portion of our site. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. At this time Vivid Seats offered a courtesy resolution in the interest of customer service. However, our customer has declined this offer. Our customer received their valid tickets on 5/10/2017 prior to their event on 6/15/2017. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Specific to Ms. [redacted]'s claim about the quantity of tickets purchased, we should note Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the number of tickets selected, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Our site is user-driven, meaning no order can be placed without the customer being made aware of the order details, including the quantity of tickets. When the purchaser selected the tickets she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, the purchaser was also presented with the message “I agree to Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this a message in bold is presented stating, “By clicking ‘Place Order,’ your credit card will be charged $479.52.” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.We have been in contact with Ms. [redacted] regarding this matter, and have reached an amicable resolution for both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]’s statement about her view for the event, we should note that any event layout modifications are made at the artist or venue's discretion and are outside our purview. This policy is noted in our Sales Terms and Conditions with the following statement, which Ms. [redacted] agreed upon when submitting her order, regarding venue changes: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We have discussed this matter with Ms. [redacted] in detail by email and phone. We have been in contact with Ms. [redacted] and have reached a resolution that is suitable to both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. We have been in contact with Mr. [redacted], while we still maintain that we are not at fault,in the interest of customer servicewe were ableto find an amicable resolution. Vivid Seats operates on the secondary market and maintains...
one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue. This is noted primarily by our website URL www.vividseats.com, which shows no relation to any venue. Since we have reached a mutual resolution, we consider this matter closed. If Mr. Brewer has any further questions or concerns regarding this order we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We’re committed to providing the best...
possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s statement about the ticket price, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket and we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When the purchaser selected tickets for [redacted] at the [redacted] on 3/18/17 the listing specifically stated “$187.00 ea.," once selected the purchaser continued to the Login page which displayed a detailed order summary on the right side, including the price per ticket. After the customer entered an email address to create an account they were navigated to the Checkout page, which featured an even more in-depth order summary that displays the price per ticket, delivery and service fees, and the total charge highlighted in bold, red text.” At this point, Ms. [redacted] was also presented with the message “I agree to Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this in bold text it also states: “By clicking ‘Place Order,’ your credit card will be charged $937.58.” As a secondary marketplace, the prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. We have been in contact with Ms. [redacted] to discuss this matter, and have reached an amicable resolution for both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.Regards, Vivid Seats
Thank you for getting back to us regarding this issue. While Ms. [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms. [redacted] consented to during checkout. Additionally, we have provided a one time courtesy resolution, which Ms. [redacted] has accepted. We have confirmed there was If Ms. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats